nbn: Better Alternative to Superloop

Lfkk1 on 13/11/2024 - 10:15

After being a customer of Superloop for almost 5 years, I am thinking of switching to a different provider.
Their connection is fine, but the onboarding and moving experience has been really subpar.
Anytime I call, it starts with, "We are experiencing a high volume of calls. Then, there is a long wait, and after someone picks it up, most of the time, they have no idea what they are doing.
Their customer support experiences seem to be in a race to the bottom, and I am unsure whether I should continue with them when moving to a new place.
What are the alternatives other than Aussie Broadband?

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Comments

  • mjae01 on 13/11/2024 - 10:20
    +9

    Leaptel. First Class!

    • Potatohead82 on 13/11/2024 - 10:34
      +1

      I use Leaptel too. Really great speed and great price.

    • fkk1 on 13/11/2024 - 13:45

      Thanks for the suggestion. I will have a look. Do they provide public IP?

      • Twix on 13/11/2024 - 14:02
        +1

        You can turn off CG-NAT for $0 in the Leaptel portal. Static IP $10/month.

    • Axelstrife on 13/11/2024 - 15:28
      -2

      https://i.ibb.co/Kr56nH4/Screenshot-2024-11-13-152704.png

      At spamming you with outages they certainly are.

      • Chandler on 15/11/2024 - 17:44
        -1

        But are those Leaptel outages or NBN outages?

        You could be at a POI that's getting a lot of upgrades and everyone's getting outages. I would assume Leaptel doesn't do outages for the hell of it.

        • Axelstrife on 15/11/2024 - 17:48
          -1

          Doesnt matter, I had less outages in 4 years with Launtel than one month with Leaptel. I switched back to launtel before those outage took place and never had a single outage yet

          Then there was constant connection issues with leaptel(not within the planned outage times so its a separate issue)

          • SlickMick on 17/11/2024 - 00:52
            +1

            @Axelstrife: Just putting this to balance your comment for any future readers:

            I have the samknows monitoring device, and Leaptel has never dropped below 100mbps for more than a few seconds for me.

            Yes, I get spammed with nbn outage notices (well, occassionally), e.g. it was supposed to be down from midnight - 7am last Friday, but it never happened, or at least I didn't notice.

            • Axelstrife on 17/11/2024 - 01:03

              @SlickMick: Connection speed and ping wasnt the issue, connection had issues connecting to things like some games (not a game issue, 5g worked but leaptel didnt) sometimes would simply not work at all with some things while everything else that i tried worked, it was strange to have it partialy working.

              the outage spam and connection issues is why went back to Launtel which ive had no issues in 4 years and continue to have none.

            • soan papdi on 15/12/2024 - 23:05

              @SlickMick: I am thinking of getting this device. Do you get real time access to the metrics you are sharing with accc?

              • SlickMick on 16/12/2024 - 10:28

                @soan papdi: I don't think so, but it might be easy enough to sniff the network traffic it sends if you really wanted to (sounds like a fun project??).
                Just looking at thier webpage, they apparently send the ISP real time data to let them monitor the network.

                AFAIK consumers only get a monthly report, and access to a speedtest to compare router speed to device speed so you can see if your issue is with the ISP or your network.

                • soan papdi on 16/12/2024 - 10:31

                  @SlickMick: Ridiculous, seems normal these days. Leaptel talks about a personalised login. Do you not have that?

                  There’s also the added bonus of access to the SamKnows One analytics. This software allows you to:
                  - View your online data in one place.
                  - Create customised charts and save the results that you’re interested in.
                  - Track changes in your connection over time.

                  https://leaptel.com.au/accc-measuring-broadband/

                  • SlickMick on 16/12/2024 - 14:44
                    +1

                    @soan papdi: lol thanks for making me look into this. And my bad, all the information you'd want is available in dashboards, or downable as a csv (one metric at a time).

    • defaultess on 14/11/2024 - 12:52

      also with Leaptel and love it

  • theHMASfriendship on 13/11/2024 - 10:23
    +1

    Yeah I moved from Superloop to Leaptel, no complaints customer service seems good.

  • CheapandUsed on 13/11/2024 - 10:33

    Just moved from Superloop to Tangerine.

    The transfer was done within a few hours by Tangerine which was pretty surprising, especially as I left it to the last minute after giving Superloop the 30days notice over the phone.

    Speeds seem similar although too early to tell on stability.

    I went Tangerine because they are still $66 for 100/20 for 6mths and you can cancel via the website.

    • fkk1 on 13/11/2024 - 13:45

      I will have a look. Let us know how it goes. I have a month to decide

    • mhz on 14/11/2024 - 10:32
      +1

      Tangerine recently had a data breach and were not very forthcoming with information initially about it.
      They also had my credit card saved into my account online even though I had moved to another ISP and refused to remove it until I threatened them with legal action.
      I would never use Tangerine again!

    • bobwokeup on 16/11/2024 - 23:20

      How do you get that deal?

  • bazingaa on 13/11/2024 - 10:52
    +1

    More

  • Jake D on 13/11/2024 - 10:52
    +1

    Literally anyone (I am happy with Mate)

  • crazyboy on 13/11/2024 - 12:03
    +4

    I am using More and no issues at all. 100/20 and got commbank yello rewards discount.

    • AussieDaddy on 13/11/2024 - 13:59
      +1

      This. Specially with the Yello discount.

  • doodlejones on 13/11/2024 - 12:06
    +1

    Second for More, no complaints. Had an issue during weekend, called them and they picked in one go without any waiting time. Resolved the issue and happy days.

  • stuffandthat on 13/11/2024 - 12:32
    +1

    What's wrong with Aussie?

    • jv on 13/11/2024 - 12:57
      +2

      Oi, oi, oi….

    • fkk1 on 13/11/2024 - 12:58
      +2

      No issues. I already know that they are good

  • Aldonis on 13/11/2024 - 12:50

    More, providing you're a CBA customer

    • jv on 13/11/2024 - 12:58

      Still costs More…

      I recently left them.

      • Aldonis on 13/11/2024 - 13:05

        where else can I get 1000/50 for less than $81 a month?

        • jv on 13/11/2024 - 13:05
          -1

          That is not available to most CBA customers.

          • Aldonis on 13/11/2024 - 13:07
            -1

            @jv: I should have specified More providing you're a CBA customer with a home loan.

            • jv on 13/11/2024 - 13:08
              -1

              @Aldonis: I can only get 10% off with CBA.

              That makes the 250 plan $103.50.

              I'm paying $85 with Superloop… with free speed boosts to 1000/50.
              Even cheaper when you get a referral credit or two.

              • Chandler on 15/11/2024 - 17:51

                @jv:

                with free speed boosts to 1000/50.

                Up to 5 (per month) free speed boosts (of 24hrs each) to the next speed tier1; assuming you didn't get grandfathered in with some special deal…

                1. https://support.superloop.com/support-hub-article/Is-My-Speed-Boost-available-for-all-Superloop-customers ↩

                • jv on 15/11/2024 - 17:51

                  @Chandler:

                  Up to 5 (per month)

                  They bank… I have 14 available.

                  You can bank up to 30 days…

                  • Chandler on 15/11/2024 - 17:54

                    @jv: Good point. I did see the word bank on one of the pages I looked at but didn't delve into it, unfortunately.

                    Still, my point was they were limited (which you didn't point out) and not specifically to 1000/50, but the next speed tier.

                    • jv on 15/11/2024 - 17:57

                      @Chandler:

                      and not specifically to 1000/50, but the next speed tier.

                      The example I gave in my comment was from the 250/25 plan to 1000/50 plan.

                      Did you expect them to be unlimited?. Then why would anybody purchase the higher plan? 🤣

                      It looks like Exetel are now offering them too…

                      • Chandler on 15/11/2024 - 18:01
                        +1

                        @jv:

                        The example I gave in my comment was from the 250/25 plan to 1000/50 plan.

                        Which is true. I was just ensuring users knew that the speed boosts are to the next tier, which in your case was the 1000/50 since you're on 250/25.

                        Did you expect them to be unlimited?. Then why would anybody purchase the higher plan?

                        No, but you didn't say so I again figured I'd fill in the blanks for other users.

                        It looks like Exetel are now offering them too…

                        Aren't they owned by Superloop?

  • jv on 13/11/2024 - 12:57

    Then, there is a long wait, and after someone picks it up, most of the time, they have no idea what they are doing.

    I've only had to use them once and used chat and had no issues.

  • Wumpus on 13/11/2024 - 13:32

    yea dealing with superloop is a bit of pain. Had my new phone last week and need to get a new e-sim, had to call them to process and it took 4 transfer to someone who can actually process on that. No complain on the connection quality though.

    • fkk1 on 13/11/2024 - 13:46

      Same. The connection quality is fine. But it is the support that is awful. When I first got it, it had a really good customer service.

  • MITM on 13/11/2024 - 15:06
    +1

    30 days cancelation could be a pain with Superloop - especially if you want to jump on to a limited time deal (Maybe Black Friday for example.)

  • JimB on 13/11/2024 - 15:28

    Make sure you give them 30 days notice before you leave Superloop, otherwise they will charge you even after you port out.

    I learnt this the expensive way.

    • bobwokeup on 16/11/2024 - 23:23

      Good to know, does it matter when during the month to start the 30 days?

      • JimB on 16/11/2024 - 23:24

        I don’t believe so.

        Just make sure you sign up with the new provider in advance

        • bobwokeup on 16/11/2024 - 23:27

          Perfect thanks for the tip.

  • Axelstrife on 13/11/2024 - 15:32

    Launtel, 4 years of a perfection.

    Switched to leaptel for 1 month and was hit with https://i.ibb.co/Kr56nH4/Screenshot-2024-11-13-152704.png i instantly cancelled and went back to launtel.

    • Twix on 13/11/2024 - 21:31
      +2

      All providers and nbn do planned maintenance after midnight. Not all providers email you about it.

      • Axelstrife on 13/11/2024 - 21:59

        Im up till 1-2am everynight, never had trhat many maintnance so close together with launtel ever.

        • Twix on 13/11/2024 - 22:13
          +1

          Was it actually Leaptel or nbn doing the work?

          Launtel is using Superloop for backhaul and Leaptel is also switching to Superloop backhaul.

          • Axelstrife on 13/11/2024 - 22:19

            @Twix: No idea, i switched back to launtel and not once has the services been down since despite the date in those emails not having past.

        • Cherry12 on 14/11/2024 - 02:03

          That's right, I was like 1 months with Leaptel and had too many planned maintenance, confirmed it was not the NBN.

          Never had these issues with other providers.

  • solidussnake on 13/11/2024 - 18:32

    I went from SL 50 plan to Optus 100 for $79pm including $150 worth of flybuys and been pretty happy as its slightly faster than the advertisted speeds as noted in my torrents and in steam

    • kokopop on 15/11/2024 - 09:25

      Can't see this plan on Optus website

  • Garyd123 on 13/11/2024 - 19:57
    +2

    I called up superloop as an existing customer asking for the new customer rates. The guy says sorry only for new customers, so I said don’t worry I’ll churn to tangerine. He puts me onto retentions and after a couple of offers they did 100/20 for $79/month for 12 months.

  • bobwokeup on 14/11/2024 - 09:13

    Yeah have to admit I've been a customer for a few years and I rarely need to contact them, but when I do the customer service is terrible. I raised an issue last year about their speed boost not working on the iOS app and it is still not working. The response is that it will be fixed soon. That is just one example that springs to mind.

    Side note, does anyone know if there is a provider who could offer a free extender on a contract?

  • kiitos on 14/11/2024 - 09:27
    +1

    As someone who is with Exetel, and found their customer service ok, I'm concerned about it's integration into superloop.

  • JumpingJezza on 14/11/2024 - 10:53
    +1

    I moved from SuperLoop to Kogan about 6 months ago when Superloop said they were going to change my plan to be an extra $30/month. Never looked back.

  • fozzie on 14/11/2024 - 22:51

    I recently moved from Superloop to Dodo. Cannot notice any difference. I started to churn every 6 months, would stay longer if they offer me a decent discount. Will probably go back to Superloop or Exetel once dodo discount elapses.

    • bobwokeup on 14/11/2024 - 22:59

      Cool thanks for the info. The speeds are not too bad at Superloop but the customer service is average and depends on who you get. I heard that you can churn on FTTP or maybe it’s all NBN types, and you don’t have to change all your devices etc?

      When I last changed providers before my FTTP upgrade it was a absolute pain…

      • fozzie on 14/11/2024 - 23:01

        I have hfc. Churning is super easy to do. With some providers you might need to change the settings in the router but it’s not hard.

        • bobwokeup on 14/11/2024 - 23:16
          +1

          Ah sweet cheers. Yeah that’s the only reason why I haven’t churned earlier.

  • souljah on 15/11/2024 - 09:31

    Leaving Aussie broadband by end of month.

    Wait for black friday sales? Or is there a deal worth jumping on now? Wanting 100/20 but might go faster depending on deal.

    • bobwokeup on 15/11/2024 - 09:44

      Personally I’m going to wait to see if there are any decent Black Friday sales and then choose.

      • souljah on 15/11/2024 - 11:00

        Got a short list of which isp's to look out for? Or just going cheapest? CGNat is a definite no go for me.

        I'm FTTP and looking at:
        Leaptel
        Launtel
        Superloop

        • Twix on 15/11/2024 - 13:56
          +1

          Superloop and Launtel don't do Black Friday. Leaptel Black Friday pricing is the same as what's already offered.

        • bobwokeup on 15/11/2024 - 15:09

          Cheers open to any good deals with good recommendations about the provider. What about Spintel and Exetel?

          • Twix on 15/11/2024 - 23:57

            @bobwokeup: Superloop purchased Exetel a few years ago. All new Exetel nbn services use Superloop's network. Leaptel, Launtel, Aussie BB and Buddy Telco all have Oz support. No router settings get changed. Don't go with Spintel unless you live in NSW.

        • Twix on 18/11/2024 - 08:09

          Superloop are doing Black Friday now. The code isn't working at the moment though.

          https://www.ozbargain.com.au/node/877472

  • kokopop on 15/11/2024 - 09:32

    Mornin' gRant

    Sorry, a bit off topic, but how often do people need to call Customer Service? If it's not very often, why is customer service so important? Not criticising the OP, just thinking out loud (on screen). I've been with Optus for around 10 years, and I can count on one hand, how many times I've had to call Customer Service. That being said, every time I called, it was a very painful experience.

    • JimB on 16/11/2024 - 23:26

      It’s one of those things, once it’s starts working and the billing is correct, you never need to call them up.

  • bobwokeup on 21/11/2024 - 11:48

    Does anyone know if Dodo is a decent provider?

    Ps I called Superloop to give them the 30 days notice and they asked why I was cancelling. I said due to customer service and that you can’t even do the Black Friday deal for existing customers if they call up.

    • fkk1 on 21/11/2024 - 23:38
      +1

      Dodo is awful. Email only support and network is laggy at times

      • bobwokeup on 22/11/2024 - 09:35

        Cheers for confirming, I found out my address doesn’t even have 250/25 and that alone was enough for me. I’m going to go with Spintel.

        • Twix on 22/11/2024 - 13:40

          Anyone with FTTP can get 250/25. Spintel latency from Sydney to Perth isn't great.

          • bobwokeup on 22/11/2024 - 13:49

            @Twix: That’s what I thought so it was a red flag for me. Ohhhhh I see, how do I even check that?

  • SpeedAU on 22/11/2024 - 00:30

    anyone that mentions MORE Telecom is a Combank customer does not mean they are good. Tangerine is in the same boat all use vocus network

    • WwDesi on 14/12/2024 - 14:51

      Maybe for you but perfect for me on FTTP on the 250 plan I get speeds up to 260 no down time no planned crap upgrade unlike ABB

      • SpeedAU on 14/12/2024 - 15:59

        I agree ABB is horrible, im rocking superloop now

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